Publicação
Customer success: managing customer relationships in Software-as-a-Service firms
| Resumo: | The Software-as-a-Service (SaaS) business model has not only changed the way software is delivered and licensed, but also the nature of customer relationships: Nowadays, customers hold the power as they can easily terminate the SaaS subscription. As a result, the term customer success has emerged, which is relationship-focused client management ensuring that customers achieve their desired outcomes and renew their subscriptions. This thesis aims to understand how customer success is applied in practice and which factors impact a SaaS vendor’s approach to customer success. It further derives best practices for other companies seeking to implement customer success in their organizations. |
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| Autores principais: | Anderson, Carolin |
| Assunto: | Software-as-a-service Customer success Customer retention Customer value: managing customer relationships in software-as-a-service firms |
| Ano: | 2019 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | The Software-as-a-Service (SaaS) business model has not only changed the way software is delivered and licensed, but also the nature of customer relationships: Nowadays, customers hold the power as they can easily terminate the SaaS subscription. As a result, the term customer success has emerged, which is relationship-focused client management ensuring that customers achieve their desired outcomes and renew their subscriptions. This thesis aims to understand how customer success is applied in practice and which factors impact a SaaS vendor’s approach to customer success. It further derives best practices for other companies seeking to implement customer success in their organizations. |
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